Extremely Poor Customer Service From Simba

My family has always loved Simba Lays especially the Spring Onion and Cheese and the Carribean Onion and Balsamic Vinegar flavours (120 g). I had written to Simba (***) on the 12th April 2023 and mentioned the following: a) That my family had noticed a change in either the flavouring or the way the Spring Onion and Cheese flavour chips were made. b) That I had thrown away 5 packets and I had 2 with me at the time. c) I also mentioned that the other flavours seemed fine but this batch was not good to the taste and had an aftertaste which was vile and I sent the batch information (P15 321) as well as the photos via Whatsapp.

The lady that called me told me that I did not need to keep the packets with the chips in them but that I only needed to provide the photos via Whatsapp, therefore these were discarded after taking the photos. For weeks Simba had not followed up or sent me an email regarding my complaint. Upon my follow up via email, I received another call from an irritable person stating that I should send the same information and that I should have kept the packet of chips that were bad. The person also stated that I should not expect Simba to replace me with packets of chips that I don't have. No where in the conversation was there an apology for them not getting back to me regarding what was wrong with the chips. I have not heard from Simba since.

I bought 2 more packets (batch number: 127 P3 240, 149 P7 207) of this flavour since then and the chips have the same aftertaste. I do have these packets but is this how far a consumer has to go to get an answer from Simba. A huge multinational company that does not care about consumer feedback and more importantly does not reply to their consumer complaints, then what is the point of having this option. I am very disappointed in the manner in which my complaint was handled.